Use these to identify specific operational areas needing coaching
KPI | Condition | What it usually means | What to check next | Likely manager action |
|---|---|---|---|---|
Taste CSAT | Down | Issues with food quality or recipe adherence. | Check menu items, seasoning consistency, and cook process. | Coach on recipe adherence and preparation standards. |
Temperature CSAT | Down | Food is not reaching customers at the right temp. | Check cooking-to-handoff timing and holding discipline. | Tighten handoff timing and reduce dispatch delays. |
Order Accuracy | Down | Customers receive wrong, missing, or incomplete items. | Check final order verification and packaging discipline. | Reinforce final check routines and peak-hour verification. |
Speed of Service | Down | Service feels slow or wait times are too high. | Check queue flow, kitchen coordination, and staffing levels. | Improve staffing readiness and queue management. |
Friendliness | Down | Service feels less warm, helpful, or caring. | Check greetings, tone, and staff interactions in comments. | Coach on courtesy, ownership, and service recovery behaviors. |
Cleanliness | Down | Customers are noticing cleanliness issues. | Check dining area, restrooms, tables, and trash points. | Tighten cleaning routines and assign clear accountability. |
Pro-Tip: Avoid Duplicate Analysis
If one root cause (like Order Accuracy) is dragging down multiple KPIs (like OSAT, NPS, and Google Ratings), do not create separate plans for every metric. Instead, create one comprehensive action plan for that root cause and monitor how all related KPIs improve.
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